What's the Customer Experience?

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"What is going to be the customer experience? And we tried mock ups for a little while, but frankly, there wer sort of, like so many questions and so many details we hadn't thought out," he says. "Once we did that, everything changed... Suddenly we were reading one documents describing like a puck that would sit on your countertop, and you would talk to the puck and could order groceries from the puck."

In this episode from February 2021, early Amazon execs Colin Bryar and Bill Carr -- in conversation with a16z's Sonal Chokshi -- go beyond the well-known artifacts of Amazon innovation, like the memo and the press release, and share the leadership principles, decision making practices, and operational processes that helped Amazon continue to innovate, invent new products and learn from its mistakes, as it scaled.

It’s all based on their book, Working Backwards: Insights, Stories, and Secrets from Inside Amazon, drawing from the 27 years combined experience of being in the room where it happened at Amazon.